Customer Service Lead
Customer Service Lead
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Job Description
About This Role
Join our Commercial Aviation Training Centre in Crawley West Sussex as Customer Service Lead. With around 20 Flight Simulators onsite you will be working in a busy livetraining environment and will play a critical part in supporting our vision of being the recognized global training partner of choice.
The role we are offering you
In this position you are responsible for overseeing the customer experience team to ensure a seamless and positive customer journey. This role involves overseeing customer service operations training new staff managing team performance and development handling escalated issues and implementing initiatives to enhance customer satisfaction and supporting sales driving growth.
You will also coordinate with other departments to meet customer needs and support the overall objectives of the organization by developing and implementing customer service policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Team Management
- Lead supervise and mentor the Customer Experience team to achieve high performance.
- Ensure the department always maintains a professional and wellpresented appearance.
- Manage budgets and allocate resources efficiently to support the customer service department.
- Achieve KPIs and objectives set annually by the Training Centre Leader.
Operational Management
- Responsible for driving customer and client excellence across all the departments at CAE Gatwick to ensure consistent highquality service delivery.
- Handle customer inquiries promptly and effectively ensuring satisfactory resolutions.
- Manage and develop comprehensive customer service policies and procedures.
- Monitor and analyse key customer and client service metrics (e.g. NPS response times resolution rates) to assess performance and identify areas for improvement.
- Utilize datadriven insights to implement service enhancements and optimize customer interactions.
Customer Centricity
- Own the customer excellence journey at CAE Gatwick
- Supporting sales team with ongoing sales initiatives as required
- Responsible for onboarding customers to ensure they experience the highest satisfaction standards
- Support sales and operations with customer presentations performance management seminars briefings and exhibitions as needed.
Other
- Liaise with charities and manage associated activities in alignment with CAEs social responsibility policies.
- Maintain a continuous learning mindset to stay ahead of industry trends and best practices.
- Process orders and invoices in accordance with finance department policies and internal audit requirements.
- Oversee stock control sales and receipt of marketing merchandise and customer equipment.
- Coordinate with the Police and the AntiTerrorist Unit as required to ensure safety and compliance.
- Manage export control and ensure adherence to data protection regulations (GDPR).
- Act as the Data Protection Officer ensuring compliance with GDPR and other relevant data protection laws.
Our ideal candidate
- Brings experience from a customer facing role providing first class customer service.
- Enjoys being a handson leader supervising a small team.
- Brings experience from the aviation or aviation training industry or comes from a fastpaced operational environment.
- Has good analytical skillsand a very customer and solution driven mindset.
- Is fluent in English language (any other language is beneficial)
- Is a confident MS Excel and MS Word user and possesses strong presentation skills.
What kind of person will succeed in this team
You enjoy thinking outside the box and providing costeffective solutions. With a proactive mindset you can challenge the statusquo and embrace change in a global multi cultural environment. Strong relationship building collaboration.
Contract details & location
This onsite position is based at our modern Commercial Aviation Training Centre in Crawley/Gatwick. We are offering a permanent contract working hours of the role are Monday to Friday with total working hours of 37.5 hours a week.
CAE offers
- Attractive benefits including a flexible holiday policy.
- Private health insurance (BUPA)
- Healthcare cash plan
- Pension scheme
- Life Assurance & more!
With over 13000 employees located in 35 countries CAE is a global leader in training for the civilaviation defence and security and healthcare markets. To learn more: Visit !
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Position Type
RegularCAE thanks all applicants for their interest. However only those whose background and experience match the requirements of the role will be contacted.
Equal Opportunity Employer
CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race nationality colour religion sex gender indentity and expression sexual orientation disability neurodiversity veteran status age or other characteristics protected by local laws.
If you dont see yourself fully reflected in every job requirement listed in the job posting we still encourage you to reach out and apply. At CAE everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability please contact us at .
Employment Type
Full-Time
